Customer Service Quality Assurance

RESUME

KapaNagender

****.********@*****.***

Ph. No: 994-***-****

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CARRIER OBJECTIVE:

Looking for good carrier oriented job which promotes professionally and personally growth,

thus helping me contribute effectively for the growth of the organization.

Summary

Familiar with Recruitment Metrics Analysis

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Communicates effectively both verbally and in writing

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knowledge in recruiting highly technical professionals

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Ability to understand and communicate technical information's

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Ability to handle multiple tasks in a dynamic environment

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Possess excellent negotiation and problem solving skills

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Have handled various teams in BPO and given training on day to day updates

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Have acted as an SME and was responsible for escalation calls, any product

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information, conducting product knowledge exams etc,..

Excellent customer satisfaction and convincing skills

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Huge experience in getting customer satisfaction by understanding and resolving

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their queries.

Qualification:

MBA (HR) from Sikkim Manipal University

Bachelors in Commerce from Osmania University -2007

Intermediate from St. Mary's College- 2004

Schooling from St. Mary's High School – 2002

Work Experience:

GRMI (Global resource management incorporation), (2011- till date)

Process: US staffing

Role: HR IT Recruiter

Profile: As a Recruiter, once we get the requirement from the clients (like Verizon,

Microsoft, State farm, Wipro, Pepsico, SAS, IBM, Cognizentetc..) we would search and

get the perfect match resumes using the portals like Monster, Dice, Cop to Corp, Job

vendors, etc….) as per the clients requirement and screen the candidate and place the

candidate for the best rate (full time or part time) in the relevant company on time on

various tax terms W2, 1099, C2C, etc depending on their Visa Status and comfortness.

SITEL INDIA (BPO call centre) (2007-2011)

SITEL India BPO for UK and Canadian process f or 4 years (C.S and Tech process)

Process I: T-Mobile:

Role: CSP (Customer service profestional) and SME (subject matter expert)

Profile: It was a customer service process for U.K wherein we I used to take calls

inregards to their billing issues, technical problems with the phone, topping up (recharge

balance) internet on phone, replacement of phone and parts. And, as an SME have

handled various teams and also acted as a Team Leader in his absence for some time.

Monthly Targets: AHT, Customer satisfaction, Quality Assurance, Sales, Login Hours,

Absenteeism etc…..

Process II: Bell Canada (Internet or ISP)

Role: CSP (Customer service profestional)

Profile: It’s a inbound process and customers used to call us in regards to various issues

like unable to access internet or send and receive emails through outlook ( all the

versions). So, I being CSP used to help the customer’s in resolving their issues by

troubleshooting through various steps.

By the end of the call I would make sure that customers are happy with the resolution and

inachieving all my targets.

Monthly Target: AHT, Customer satisfaction, Quality Assurance, Sales, Login Hours,

Absentism etc…

Strengths:

1. Hardworking

2. Honesty

3. Good in Team Work

4. Positive attitude

5. Good Communication Skills

6. Self Motivated

PERSONAL DETAILS

Name : K.NAGENDER

Father’s Name : K. VIDYANATH

Date of Birth : 19/09/1985

Nationality : Indian

Marital Status : Single

Languages Known : Hindi, Telugu, English

Hobbies : Playing cricket, surfing on net.

Declaration

Lastly, I would be very grateful to be an employee of your company and request you to give me a chance

to prove my abilities. I feel confident that with my skills and devotion to duty I will certainly

prove to be a worthy to your company and will never give you a chance to regret.

DATE: (NAGENDER)

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